Drivers Document Home Damage

Included in this article:

1. Overview
2. Drive Team Documented Home Damage Procedure
3. Third Party Quote Email Template  
4. Email Template

1. Overview

When a TDG drive team damages a guests home while a delivery service is being performed, that team is responsible for updating Package AI and contacting DCD (Delivery Completion Data) to report the damages. This allows the Guest Care Agent the opportunity to resolve the outstanding damages, with the guest, in real time.

2. Drive Team Documented Home Damage Procedure

Use this procedure when a drive team documents home damage:

1. Open Storis, go to Enter a Service Order 

2. Click on the Add icon to generate a Service Order number 

3. Enter their Customer Code in the Customer Number field 

4. Enter the Sales Order Number into the Original Order field (do not include asterisk & numbers) 

5. Enter JK13 into the Coordinator Code field 

6. Click on the Merchandise tab 

7. Click the box of the item that caused the home damage 

Note: If the item that caused the home damage, was also damaged during the incident, we would select any other item from the sales order, that has no current damages or concerns to be the line item on the CSO 

8. Enter TDG into the Problem Code field  

9. Provide a detailed description of the home damage in the ‘Add Text’ field 

        § Where within the home / outside the home? 

        § How big is the damage? 

        § How many scratches/gouges/nicks etc., are there? 

        § If flooring is damaged, what type of flooring is it? 

10. Click on the green checkmark once done 

Note: If we need to add additional items to the CSO that pertain to the same Sales Order number, this is where we would repeat steps 7 to 10. If no further items need to be added to the CSO, simply click Save. 

11. Enter HDP in the Service Status field 

12. Enter NONE into the Technician field 

13. Click Save  

14. Offer guest gift certificate to resolve the damage 

        § If accepted process the Gift Certificate: Actions > Audit Comments Log > Update Comments  

        § Include the following information in the Audit Comments Log: 

               o Reason: Detailed information on what the home damage is, where in the home the damage is located, and who did the home damage 

               o Amount & Type: Dollar amount and confirming it is a gift certificate 

               o Confirmation of the correct mailing address 

               o Confirmation of the phone numbers on file 

               o Management who approved the claim  

Important - When a drive team reports the damages, a Guest Care Agent is able to directly approve the below amounts without additional DTR Management approval: 

        • $150.00 GC 

        • Up to $275.00 GC if a quote is obtained 

                 - Enter ‘PCL’ into Service Status for that line item 

                 - Enter ‘SGC’ into the Coordinator field

Note: If the guest declines our GC offer, go to step 15 

15. Offer guest a price adjustment to resolve the damage 

        § If accepted process the Price Adjustment: Actions > Audit Comments Log > Update Comments  

        § Include the following information in the Audit Comments Log: 

              o Reason: Detailed information on what the home damage is, where in the home the damage is located, and who did the home damage 

              o Amount & Type: Dollar amount and confirming it is a price adjustment 

              o Original method of payment: How the guest would like to be reimbursed  

              o Cheque or original method of payment 

              o Confirmation of the correct mailing address 

              o Confirmation of the phone numbers on file 

              o Management who approved the claim 

Important - When a drive team reports the damages, a Guest Care Agent is able to directly approve the below amounts without additional DTR Management approval: 

        • Agent can offer $125.00 PA. 

        • Up to $250.00 PA if a quote is obtained. 

                i. Enter PCL into Service Status for that line item 

                ii. Enter SPA into the Coordinator field

Note: If the guest declines our PA offer, go to step 16 

16. Advise guest we will require two quotes for repairs

        § Guest can gather two quotes should they want to select someone specific out to their home (If quotes are above $250.00, TDG may gather its own quote for comparison)

        § We can contact the third party contractor to arrange for a quote. If the guest inquiries, we can inform them that it can take approximately 48-72 business hours for the third party to reach out, but we will contact them back in 1 week to ensure contact has been made).

17. Email the third party to arrange for a quote with the guest 

        § Location of contacts can be found in article https://5p1592.acquire.io/kb/knowledge-base-default/guest-care-resolutions/third-party-home-damage-contractors-list 

Note: Please include the Home Damage coordinator in email communications.

18. Click on the Customer tab 

19. Scroll to Service Date and select any date from the calendar 

20. Leave Status as Estimated 

21. In the Next Date field, choose the following: 

        § 1 week away from today’s date if we emailed for quotes 

        § Select any date if a gift card, price adjustment, or no resolution has come today (guest may want to think and consider their options) 

22. Click on Actions and select Audit Comments Log, then select Update Comments. 

        § DTCI (enter in the home damage details, including the damage caused to the guest’s home/property) 

              a. If a gift certificate was the resolution, ensure we advised guest and noted the timelines for these actions to occur 

                       i. 1 week to receive gift card to be on their account 

              b. If a price adjustment was the resolution, ensure we advised guest and noted the timelines for these actions to occur 

                       i. 1-week Fairstone/credit card/debit 

                       ii. 21 days for Cheque

              c. If we emailed a third-party contractor for quotes 

                       i. Paste the email you sent to the third party  

                       ii. Make note of what Gift Card/Price Adjustment values were offered to guest that they declined 

                       iii. Advised guest third party will contact within the next 48-72 business hours for quotes 

23. Press Save 

24. Press Exit 

25. Press Save twice  

3. Third Party Quote Email Template

When we are emailing third party contractors for quotes, we want to ensure the required information is being provided to allow for a resolutions in a timely manner. To ensure proper communication, we have implemented a home damage third party quote email template to be used in these communications. When communicating to these third party vendors, we should be including the service order number in the email subject line for future billing and file reference.  

Note: We should CC Jessica Klatt on all home damage emails as she will be responsible for following up with the third party.

4. Email Template

Good Day, 

Please note we have a guest who is requiring for you to come out and provide a quote to repair (insert specific damage) caused by one of our teams. This is located (where within the home/property). Can we please have you touch base with our guest and arrange for this inspection to occur?

Customer Name: 

Customer Address: 

Customer Home Number: 

Customer Cell Number: 

Once completed, please send your quote to guestcare@dufresne.ca for review. Please include the subject line in your estimate to ensure we know who this pertains too.   

Thank you for your assistance, 

(insert signature)